Product Support Lifecycle Policy

Features General Support Years 1-3 Extended Support Years 4-5 Self-Support Years 1-10
Enhancement Requests Yes No No
Defect Resolution Yes No No
Premium Service offerings Yes No No
Primary and Dedicated Support Engineers Yes Yes No
Critical Security Updates Yes Yes No
Installation and Configuration Support Yes Yes No
Access to Patches and Fixes Yes Yes Yes
Access to the NetIQ Knowledgebase Yes Yes Yes
Access to Support Forums Yes Yes Yes
Access to Documentation Yes Yes Yes

NetIQ will provide a minimum of three years General Support for NetIQ products, including revisions, starting with the date of the product's general availability. When General Support ends, NetIQ may offer Extended Support for an additional two years. Self-support is offered for ten years from the date of a product's general availability. Many NetIQ support options require current maintenance. For more information on support programs and options, see Premium Service.

During the General Support phase, NetIQ will make available to maintenance customers software defect resolution in the form of service packs, patches, or hotfixes. Defects are evaluated and prioritized to ensure the most critical issues are remedied. Customers may also request new or enhanced product features during the General Support phase.

For more information on the phases of the Product Support Lifecycle, see the Product Support Lifecycle FAQ.